What are the responsibilities and job description for the Front Office Agent position at Hyatt Regency?
Organization- Hyatt Regency Boston
Summary
The Front Desk Agent is the first point of contact for our guests and plays a vital role in creating a warm, welcoming, and memorable experience at Hyatt. This position is responsible for managing guest check-ins and check-outs, handling reservations, and providing exceptional customer service while upholding Hyatt’s high service standards.
The responsibilities outlined below are provided as a representative sample of the essential functions of this position and are not intended to be an exhaustive list; additional duties may be assigned as necessary
Qualifications
Summary
The Front Desk Agent is the first point of contact for our guests and plays a vital role in creating a warm, welcoming, and memorable experience at Hyatt. This position is responsible for managing guest check-ins and check-outs, handling reservations, and providing exceptional customer service while upholding Hyatt’s high service standards.
The responsibilities outlined below are provided as a representative sample of the essential functions of this position and are not intended to be an exhaustive list; additional duties may be assigned as necessary
- Greet guests warmly upon arrival and provide a seamless check-in/check-out process.
- Verify guest identification and reservation details accurately.
- Manage incoming reservations, update guest profiles, and handle changes or cancellations as needed.
- Answer phone calls and respond to guest inquiries regarding hotel services, amenities, local attractions, and promotions.
- Process forms of payment and accurately handle cash and billing transactions.
- Maintain accurate guest records and prepare daily reports as required.
- Provide guest services, including answering questions about the property and local area.
- Address and resolve guest complaints or issues promptly by coordinating with other departments.
- Upsell additional hotel services and amenities to enhance the guest experience.
- Ensure the front desk area remains organized and presentable at all times.
- Comply with Hyatt policies, standards, and safety procedures to maintain a secure and efficient working environment.
- Work closely with other departments (e.g., housekeeping, maintenance) to ensure guest satisfaction.
- Assist in other front office tasks as needed.
Qualifications
- High school diploma or equivalent
- At least 1 year prior experience in a hotel front desk, customer service, or related field.
- Strong verbal and written communication skills with a friendly and professional demeanor.
- Proficiency in using computer systems and hotel management software.
- Ability to multitask, work under pressure, and adapt to a fast-paced environment.
- Open availability to work flexible hours including evenings, weekends, and holidays.
Salary : $31